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Quality of Advice Assessment Co-ordinator - Citizens Advice Scotland

Job Details

Job title
Quality of Advice Assessment Co-ordinator
Closing date
Sunday 16 August 2020
Wednesday 26 August 2020 and Friday 28 August 2020
Hours per week
35 hours per week
Type of contract
£20,600 - £25,177 per annum, commensurate with experience

More about the job

About the job

All Citizens Advice Bureaux in Scotland must comply with the Scottish Association of Citizens Advice Bureaux Membership Scheme which sets out the quality assurance standards to which all bureaux are expected to operate. The Citizens Advice Scotland Quality Assurance team are responsible for auditing all bureaux against these standards and reporting to the Association’s Membership Standards Committee. The audit process consists of two parts:

  • Quality of Advice Assessment which assesses the quality of advice and information provided by bureaux at the point of delivery and ensures that all bureaux in Scotland meet a minimum standard of service, in terms of the process of advice giving, and the actual technical accuracy of that advice.
  • Organisational Audit which examines the written policies and procedures provided by the bureau together with other evidence gathered through interviews with bureau paid staff, volunteers and governing body representatives.

The successful delivery of the SACAB Membership Scheme audit programme requires centralised co-ordination. This role will be allocated responsibility for the co-ordination of the Quality of Advice Assessment programme, ensuring successful delivery and development where appropriate.

As a Quality of Advice Assessment Co-ordinator you will be involved in co-ordinating Citizens Advice Scotland staff and local bureaux to enable effective delivery of the quarterly Quality of Advice monitoring schedule, as well as supporting the Citizens Advice Scotland Quality Assurance team by providing specialist administrative support.

This is a key role in the operation of membership scheme quality of advice assessment function.

*This role is normally based in our Edinburgh office.  As a result of the COVID-19 crisis, all CAS staff are currently working from home and we would therefore expect the successful candidate would be required to work from home initially.  Re-opening our offices will be carefully planned and managed in accordance with the latest Scottish Government guidance and public health advice.  Candidates should be prepared to work from home initially, but be aware that attendance at the normal office base will be required in future. We are currently reviewing our home working policy in response to the COVID-19 crisis and ongoing opportunities to work from home can be discussed with the successful candidate at offer stage.

For more information, please refer to the Job Pack which can be downloaded on our vacancies page.

Employee benefits

Citizens Advice Scotland offers excellent terms and conditions, including a total of 40 days leave (including public holidays) and a pension scheme with an 8% employer contribution. We have a flexitime scheme which enables our employees to work flexibly in line with organisational requirements, and as an inclusive employer we are happy to consider other flexible working arrangements where appropriate. For more details of some of the other benefits on offer to our employees, please see the section on Employee benefits in the Job Pack.

How to apply

To apply for this role, please send completed copies of the Personal Details Form, along with your current CV to:


In addition, we ask you to provide a short written statement (maximum of two pages) with examples which demonstrate how you meet the requirements of the post, as set out in the job description and person specification.


Equality & diversity monitoring

To help Citizens Advice Scotland monitor equality and diversity statistics please return the Equality & Diversity Monitoring Form separate from your other application documents by emailing it to:

About the employer

The Scottish Association of Citizens Advice Bureaux – Citizens Advice Scotland. Scottish charity (SC016637) and company limited by guarantee (89892)

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